Open to opportunities

Wendy Akute

@wendyakute

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Dynamic sales leader with over 10 years in customer experience.

Kenya

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What I'm looking for

I am looking for a role that fosters innovation and values customer-centric strategies.

I am a dynamic and results-driven professional with over 10 years of experience in customer experience, sales, and product operations. My expertise lies in financial services, startup operations, and project management, where I have consistently driven brand loyalty and optimized customer engagement strategies. At Peach Cars KE, I successfully boosted revenue growth by 120% within six months, leading a high-performing sales team and enhancing customer satisfaction through innovative feedback programs.

Throughout my career, I have focused on building strong customer relationships and implementing effective sales strategies. My role as Head of Sales has allowed me to develop and execute comprehensive sales plans while collaborating cross-functionally to ensure a seamless customer experience. I am passionate about leveraging data analysis to inform decision-making and improve processes, which has resulted in significant improvements in sales forecasting accuracy and overall team productivity.

Experience

Work history, roles, and key accomplishments

Current

Head of Sales

Current

Peach Cars KE

Apr 2024 - Present (1 year 2 months)

Led a high-performing sales team to achieve a 120% revenue growth within six months. Developed sales strategies and enhanced customer experience through feedback programs, significantly improving satisfaction scores.

Sales Strategy Team Leadership Customer Experience Performance Management Data Analysis CRM Tools Market Analysis Process Improvement Sales Growth Compliance

Senior Sales Operations Manager

Peach Cars KE

Oct 2023 - Apr 2024 (6 months)

Optimized sales processes and improved sales forecasting accuracy by 20%. Enhanced team productivity and aligned sales operations with business objectives, leading to a significant increase in cross-departmental efficiency.

Sales Operations Data Analytics Process Optimization Performance Tracking Employee Retention

Customer Success Manager

Peach Cars KE

Dec 2022 - Oct 2023 (10 months)

Redesigned customer journey and launched feedback initiatives, improving customer satisfaction to 80%. Developed customer experience strategies and trained staff on service excellence.

Customer Journey Mapping Customer Feedback Analysis Team Leadership Process Improvement Customer Retention Referral Programs Training Development User Experience Stakeholder Management

Customer Experience Manager

Sendy Limited

May 2022 - Dec 2022 (7 months)

Implemented quality assurance procedures and introduced Freshdesk as a CX tool, leading to a significant reduction in customer complaints and improved service quality across multiple markets.

Quality Assurance Customer Experience Policies Freshdesk Customer Engagement Process Improvement

Team Lead – Customer Experience

Sendy Limited

Mar 2021 - May 2022 (1 year 2 months)

Managed a team to deliver on customer experience KPIs, providing training and support to maximize performance and ensure quality standards in customer interactions.

Team Management KPIs Quality Coaching Process Improvement Customer Satisfaction

Customer Experience Associate

Sendy Limited

Jul 2019 - Mar 2021 (1 year 8 months)

Handled customer queries and resolved issues efficiently, collaborating with operations and product teams to enhance customer service and manage insurance claims.

Customer Service Collaboration Claims Management Communication Skills Problem Solving Customer Support Process Improvement Teamwork Customer Engagement

Project Assistant

Elections Observation Group

Jul 2017 - May 2019 (1 year 10 months)

Coordinated project activities, managed procurement, and monitored budgets to ensure project success and compliance with organizational standards.

Project Coordination Compliance Team Collaboration Reporting Stakeholder Engagement Process Management Time Management Communication Skills

Customer Service Adviser

Barclays Bank of Kenya

May 2014 - May 2017 (3 years)

Provided exceptional customer service by addressing inquiries and processing transactions accurately, contributing to customer satisfaction and retention.

Customer Service Communication Skills Problem Solving Customer Retention Banking Operations Relationship Management Teamwork Compliance

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Master of Business Administration, Strategic Management

Currently pursuing an MBA in Strategic Management, focusing on advanced management practices and strategic decision-making processes.

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Commerce, Finance

Completed a Bachelor of Commerce with a specialization in Finance, gaining knowledge in financial analysis, investment strategies, and corporate finance.